Achive your Success with Latest Cisco 820-605 Exam [Nov 06, 2024]
The 820-605 Exam Test For Brief Preparation
Cisco 820-605 exam covers a range of topics, including customer success principles, customer lifecycle management, sales methodologies, and communication techniques. Candidates will be tested on their ability to develop and implement customer success plans, analyze customer data, and collaborate with cross-functional teams to meet customer needs. Successful completion of 820-605 exam demonstrates the candidate's ability to help customers achieve their desired outcomes and drive business growth for Cisco.
NEW QUESTION # 55
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. review of product roadmap
- B. scheduling of Quarterly Success Review
- C. completion of customer training
- D. confirmation of customer business outcomes
- E. agreement of key stakeholders
Answer: B,D
NEW QUESTION # 56
During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi a. In which stage is the customer?
- A. Optimize
- B. Adoption
- C. Expand
- D. Advocate
Answer: D
NEW QUESTION # 57
What are two barriers of adoption in an organization? (Choose two.)
- A. new product sales motion
- B. lack of knowledge on solution
- C. implementation issues
- D. organizational announcements
- E. hiring practices
Answer: B,C
Explanation:
Two barriers to adoption in an organization are a lack of knowledge on the solution and implementation issues. These barriers can prevent successful adoption as they hinder users' ability to understand and effectively use the new technology, and they can cause delays or problems during the rollout of the solution
NEW QUESTION # 58
Which activity should happen after successful customer value realization?
- A. Identify lessons learned and see how the engagement time can be shortened.
- B. Publish a case study that presents the customer success story.
- C. Fully engage in a feature planning session for the future.
- D. Review usage, potential roadblocks, and bottlenecks to product engagement.
Answer: A
Explanation:
After successful customer value realization, it is important to identify lessons learned and explore ways to shorten engagement time for future projects. This helps in refining the process and delivering value more efficiently. References: Continuous improvement processes within the Customer Success framework emphasize learning from each engagement to enhance future performance.
NEW QUESTION # 59
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. customer and employee feedback
- B. increase in new subscribers or increase in end users
- C. number of incidents reported or number of compliance issues
- D. number of activities completed or increase in direct time
- E. reduction in headcount or operational support costs
Answer: D
NEW QUESTION # 60
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Adopt
- B. Onboard
- C. Implement
- D. Use
Answer: D
NEW QUESTION # 61
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. purchase policy process
- B. limited telemetry
- C. lack of common features
- D. lack of communication
- E. business misalignment
Answer: D,E
NEW QUESTION # 62
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. late-stage adoption
- B. sales proof of concept
- C. solution renewal
- D. early-stage adoption
Answer: D
NEW QUESTION # 63
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?
- A. stakeholder mapping and planned training sessions
- B. the success plan, the agreed priorities, and the planned outcomes
- C. upcoming contract renewal and expansion opportunities
- D. technical support cases in flight and support options
Answer: B
NEW QUESTION # 64
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- B. Contact the services team and request that they reach out to the customer and address the solution
- C. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
- D. Make the renewals manager aware that the one solution is not fully implemented
Answer: A
Explanation:
The Customer Success Manager should investigate why the customer has not fully enabled one of the solutions and work with the sales and renewals teams to address the issue. This proactive approach can help uncover any barriers to full adoption and ensure that the customer sees the full value of the solution before the renewal deadline
NEW QUESTION # 65
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.
Which two business outcomes are critical to the company's success? (Choose two.)
- A. credibility
- B. sustainability
- C. cost efficiency
- D. employee satisfaction
- E. risk management
Answer: C,D
NEW QUESTION # 66
Refer to the exhibit.
The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?
- A. The customer's usage is too low to correctly measure the chance of their retention.
- B. The customers usage has seen a recent decline and the chance of them churning will be higher.
- C. The customer has a high probability to renew and will include an expanded opportunity.
- D. The customer has increased usage, which shows a strong indicator of renewal.
Answer: A
NEW QUESTION # 67
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. benchmarks
- C. metrics
- D. key performance indicators
Answer: B
Explanation:
One way that we can deliver value to this individual is by sharing industry best practices around the use of our solution set as well as benchmark data on how their organization is performing versus industry peers.
NEW QUESTION # 68
Which expense is an operating expense (OPEX)?
- A. software
- B. payroll
- C. computer equipment
- D. office improvements
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION # 69
What is the value proposition of customer success for customers?
- A. external publicity
- B. business vision support
- C. technical assistance prioritization
- D. incremental rewards
Answer: B
Explanation:
The value proposition of customer success for customers lies in supporting their business vision. Customer success helps customers to realize their business objectives and ensures that the solutions provided align with their strategic direction
NEW QUESTION # 70
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two.)
- A. credibility
- B. business growth
- C. cost efficiency
- D. time to market
- E. sustainability
Answer: C,E
NEW QUESTION # 71
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. questions to validate the interpreted analytical data
- B. sales account plan
- C. detailed contract inventory
- D. customer annual report and quarterly business reviews
- E. support tickets reports and diagnostic information
Answer: D,E
NEW QUESTION # 72
What is the main objective of customer success?
- A. customer's return on investment
- B. outcomes customers are trying to achieve
- C. known and unknown features of our product and solutions
- D. customer's reduction of risk
Answer: B
NEW QUESTION # 73
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach will best measure success?
- A. Measure the number of complaints raised by students
- B. Implement staff Super Users to provide feedback
- C. Administer twice-yearly student and staff surveys with two question related to IT
- D. Use a combination of tailored surveys and IT tools-based metrics
Answer: D
Explanation:
Using a combination of tailored surveys and IT tools-based metrics allows for a comprehensive assessment of the new IT solution's impact. Surveys provide qualitative insights into user satisfaction, while metrics offer quantitative data on usage and performance.
NEW QUESTION # 74
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
- A. Provide technical configuration for development
- B. Discuss new opportunities and new products to purchase
- C. Document the session, stakeholder interests, and metrics for leadership
- D. Create a success plan to be reviewed with the customer at the next review meeting
Answer: D
NEW QUESTION # 75
What is the role of a subject matter expert in the Customer Success process?
- A. accelerates customer value realization
- B. shares industry trends
- C. drives adoption
- D. challenges the status quo
Answer: A
Explanation:
The role of a subject matter expert in the Customer Success process is to accelerate customer value realization. They provide deep knowledge and expertise that can help customers better understand and utilize the solution, thereby achieving value more quickly1.
NEW QUESTION # 76
What is a lagging indicator?
- A. increase in the net promoter score
- B. increase in the number of trained users
- C. development of a new product
- D. adoption of a product
Answer: A
NEW QUESTION # 77
Drag and Drop Question
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 78
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. credibility
- B. sustainability
- C. cost efficiency
- D. employee satisfaction
- E. risk management
Answer: C,D
NEW QUESTION # 79
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